Customer Experience Operations I

Bluepeak • Rapid City, SD

4d • Hybrid

About The Position

The Customer Experience Specialist I will provide exceptional service support, internally and externally, for in-person and virtual customers. Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

Requirements

• Highschool diploma or GED required.
• Experience in the telecommunications/fiber optic industry required.
• Advanced customer service and time management skills.
• Excellent verbal, written, and presentation skills.
• Great organizational and interpersonal skills.
• Ability to maintain professionalism in challenging and/or changing situations.
• Ability to work independently within store settings as well as remote.
• MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
• Software: ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, bend, reach, push, and pull.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Must be able to operate office equipment including but not limited to telephone, headset, computer, and printer.
• Required to lift up to 5lbs at a given time.
• Must have reliable transportation and valid driver’s license.
• Must be able to pass a background and drug test prior to employment.

Nice To Haves

• 1-2 years of customer service experience in the telecommunications/fiber optic industry preferred.
• ICOMs biller knowledge or experience preferred.

Responsibilities

• Answers incoming service requests and responds regarding sales, billing, and service issues in a timely and accurate manner, while maintaining an efficient and professional demeanor.
• Identifies and escalates priority issues; when necessary, transfers to the appropriate department.
• Uses computer systems to identify, research, and resolve customer issues.
• Accurately completes required paperwork and/or documentation associated with each job assignment and/or customer interaction.
• Coordinates with other departments as necessary to ensure customer satisfaction and problem resolution.
• Abides by department cash/payment handling procedures.
• Processes new service orders and schedules installation of new services sold by DTD agents received in real time results system.
• Processes upgrades and changes requested by Service Technicians.
• Provides accurate product and service information to DTD Sales and Service Technicians.
• Provides digital customer care services through social media and online applications/platforms.
• All other related duties as assigned.

Benefits

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED